Thinking Ahead.
Customer experience, loyalty, and the AI era.
A new post every week — drawn from Joseph's current research and the ideas shaping his presentations.
1139 posts in the archive
Earlier writing.
Page 20 of 57
- Mar 3, 2022
So You Want to Measure Customer Effort - 3 Things You Must Know (Infographic)
In this week's blog, I discussed about 3 thing you must know in measuring customer effort. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog's content. To learn more about our team,…
- Mar 2, 2022
So You Want to Measure Customer Effort - 3 Things You Must Know
When the Greek philosopher Sophocles said, "success is dependent on effort," he wasn't thinking about 21st-century customer experiences. Today, in a consumer context, Sophocles might have said: In last week's newsletter , I offered a rationale for…
- Feb 24, 2022
Are You Easy? How to Drive Loyalty by Reducing Customer Effort (Infographic)
In this week's blog, I discussed customer effort and why you should be measuring it. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog's content. To learn more about our team,…
- Feb 23, 2022
Are You Easy? How to Drive Loyalty by Reducing Customer Effort
When I was in high school, no one wanted to be described as "easy." However, an "easy" customer experience is a different story! Let's take a quick look at customer ease, how to measure effort, when to measure it, and why some customer effort can be…
- Feb 17, 2022
What's Love Got to Do With It? - How to Conquer Customers' Hearts (Infographic)
In this week’s blog, I discuss the role of love in business and tips for winning the heart of your customer. Please refer back to the blog for more detail. Otherwise, this infographic visually highlights the content of the blog. In this week’s blog,…
- Feb 16, 2022
What's Love Got to Do With It? - How to Conquer Customers' Hearts
To get in the spirit of this post, it helps (although it's not required) to play Tina Turner's What's Love Got to Do With It ? When it comes to business and, more specifically, customer experience delivery, what does love have to do with that ? In…
- Feb 10, 2022
Customer Experiences Beset With Bows - How to Celebrate and Delight Every Time (Infographic)
In this week’s blog, I discuss ways to put a bow on all customer experiences. Please refer back to the blog for more detail. Otherwise, this infographic visually highlights the content of the blog. In this week’s blog, I discuss ways to put a bow on…
- Feb 9, 2022
Customer Experiences Beset With Bows - How to Celebrate and Delight Every Time
As you get ready for Valentine's day, you might want to pay particular attention to the boxes and bows. I was reminded of the "power of bows" while consulting for and writing a book about Mercedes-Benz titled Driven to Delight . Since a…
- Feb 3, 2022
Stop Your Customers From Leaving - 5 Things You Urgently Need to Fix (Infographic)
In this week’s blog, I discuss ways to address 5 primary customer issues before they become complaints. Please refer back to the blog for more detail. Otherwise, this infographic visually highlights the content of the blog. In this week’s blog, I…
- Feb 2, 2022
Stop Your Customers From Leaving - 5 Things You Urgently Need to Fix
The late Steve Jobs once said, " ideas are worth nothing unless executed. They are just a multiplier. Execution is worth millions ." Last week, we focused on executing fixes in response to customer complaints. This week let's talk about driving…
- Jan 27, 2022
Thanks for the Complaint – 4 Tips for Jaw-Dropping Customer Experience Fixes (Infographic)
In this week’s blog, I discuss ways to respond to complaints in order to elevate customer experiences. Please refer back to the blog for more detail. Otherwise, this infographic visually highlights the content of the blog. In this week’s blog, I…
- Jan 26, 2022
Thanks for the Complaint – 4 Tips for Jaw-Dropping Customer Experience Fixes
I'm not a fan of the line, I understand the research that supports that utterance (as few as 4% of upset customers complain directly to a business representative). Accordingly, I view complaints as "opportunities," and our response to them should be…
- Jan 20, 2022
Do Reward Programs Produce Loyalty? - Tips for Creating Incentives That Drive Business (Infographic)
In this week's blog, I discussed distinctions between customer loyalty and a rewards program. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes those distinctions and offers tips for…
- Jan 19, 2022
Do Reward Programs Produce Loyalty? - Tips for Creating Incentives That Drive Business
In prehistoric days - before Starbucks had a loyalty program - I asked, then CEO Howard Schultz, why Starbucks didn’t incentivize repeat business. Essentially, he answered, “why would we decrease organic loyalty when high volume customers return 28…
- Jan 13, 2022
Return on Experience - The Pot of Gold at the End of the CX Rainbow (Infographic)
In this week’s blog, I discussed a concept I refer to as ROE. Please refer back to the blog for more detail. Otherwise, this infographic captures Return On Experience (ROE) and research that demonstrates it. In this week’s blog, I discussed a…
- Jan 12, 2022
Return on Experience - The Pot of Gold at the End of the CX Rainbow
Allow me to launch this new year with the Customer Experience (CX) wisdom of Harry Hynekamp. While working with Harry in his role as Director of Customer Experience for Mercedes-Benz USA, he noted: Since customer experience elevation (for internal…
- Jan 4, 2022
Target Delight Instead of Satisfaction | How to Drive Delight the Mercedes-Benz Way
This is the final post in the series, "How to Drive Delight the Mercedes-Benz Way." In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer…
- Dec 21, 2021
Fueling Process and Technological Change | How to Drive Delight the Mercedes-Benz Way
This is the fourth in the five-part series, "How to Drive Delight the Mercedes-Benz Way." In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer…
- Dec 14, 2021
Training for Delight | How to Drive Delight the Mercedes-Benz Way
This is the third in the five-post series, "How to Drive Delight the Mercedes-Benz Way." In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer…
- Dec 7, 2021
Examining and Elevating Every Touchpoint | How to Drive Delight the Mercedes-Benz Way
This is the second in the five-post series, "How to Drive Delight the Mercedes-Benz Way." In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer…
Joseph Michelli
Bestselling author of twelve books on Starbucks, Ritz-Carlton, Mercedes-Benz, Zappos, Airbnb, UCLA Health, and One Medical. Top 5 Global CX Thought Leader for ten consecutive years.
More about Joseph